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Keeping our customers, colleagues and communities safe is our top priority. As we reintroduce more of our services, we want to reassure you that we have everything in place to carry out repairs, compliance testing and routine works safely.

We’ve worked hard to put additional safety measures in place to protect our customers and colleagues.

We’ve updated our health and safety guidance and are following it at all times.

Our colleagues have been fully trained in the correct use of personal protective equipment and we’re continuing to follow government advice and guidance – anyone coming to do a repair in your home will use antibacterial wipes, hand sanitiser, appropriate face masks and disposable gloves.

We’ll only come to work if we feel well. The wellbeing of our colleagues is so important and during these challenging times we’re looking out for each other. If any of the team feel unwell they won’t come to work and won’t return until it is safe for them, their families, colleagues and our customers.

Providing you with a great customer experience remains our priority – and we must keep everyone safe whilst doing so.

Before an appointment

When we book your appointment, we’ll ask you a number of questions to check there are no suspected or confirmed cases of COVID-19 in your household. This is to protect us all and to control the spread of the virus.

If anything changes and you or a family member becomes unwell or you have any worries before we come to your home – please let us know. We’re here to help and will look at other options with you.

If someone in your home has symptoms of COVID-19, we’ll re-arrange your appointment for when it’s safe and after. If the appointment is an emergency and really can’t wait, we’ll put a temporary arrangement in place to keep you and our colleagues safe. For example, if there’s no heating in your home, we will deliver an electric heater, until we can safely return to your home to carry out the repair.

You’ll know when we’re on our way. If we have your mobile number you will receive a text message when the operative is on their way to your home

When we arrive at your home and you answer the door, we’ll ask some safety questions again to check that no one in your house has symptoms of the virus. We’ll thoroughly clean our hands using hand sanitiser before we come into your home.

We’ll also wear a face mask and gloves. Please do not be offended or afraid – these measures are to keep us all safe.

Social distancing

It’s essential that we practice social distancing. We ask you to please step into a separate room from where we are working.

If our colleagues don’t feel safe, they may leave your home to ask for advice. Again please do not be alarmed, these precautions are to make sure we all do our bit to combat the spread of the virus. If this does happen, you will be able to speak to us about the next steps.

While we’re in your home

We’ll clean down all surfaces before and after touching them, using antibacterial wipes.

We’ll wear the appropriate personal protective equipment that is required for the work we’re doing.

Please try not to move around your home while we’re there. But if you need to at any time, please let us know, so we can ensure we can maintain social distancing.

Leaving your home

When we’ve completed the work, we’ll sanitise our hands and the area we’ve been working in and let you know we’re leaving your home.

Disposing of personal protective equipment

We will safely dispose of our personal protective equipment into a secure bag as soon as we’ve left your home – including gloves and antibacterial wipes.

Thank you

Thank you for your understanding and support in keeping one another safe.